BD (Becton, Dickinson and Company) Jobs

Job Information

BD (Becton, Dickinson and Company) System Support Engineer Level I (Remote) in San Jose, California

Job Description Summary

System Support Engineer Level I

Job Description

BD:

BD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We lead in patient and healthcare worker safety, and technologies that enable medical research and clinical laboratories. Our innovative solutions help advance medical research and genomics, enhance the diagnosis of infectious disease and cancer, improve medication management, promote infection prevention, equip surgical and interventional procedures, optimize respiratory care and support the management of diabetes. BD partners with organizations around the world to address some of the most challenging global health issues. Our nearly 50,000 associates across 50 countries closely collaborate with customers and partners to help enhance patient outcomes, lower healthcare delivery costs, increase operational efficiencies and expand access to healthcare. Our state-of-the-art facilities around the globe provide an environment that enables our highly talented and passionate workforce to be the best at their professions. We are always seeking great people to join our company on its journey to greatness.

JOB SUMMARY:

The System Support Engineer Level I (SSE I) is a member of the BD Global Technical Support center of excellence, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and remote troubleshooting for internal and external customers. This position serves as a front-line intake mechanism for technical inquiries and is dedicated to providing customer support service on the operation and repair of automated diagnostic instrumentation produced and sold by BD Life Sciences.

DUTIES AND RESPONSIBILITIES:

  • Answers inquiries for technical assistance by telephone, chat and email and identifies customer problems, and troubleshoots instrument issues of basic to moderate complexity with limited assistance.

  • Documents customer interactions in a complete and accurate manner through the service management system.

  • Closely follow up on ongoing service interactions with customers.

  • Escalate complex issues to System Support Engineer Level II.

  • Interface and work closely with advanced support specialists and other departments as required

  • Place part orders as required.

  • Participate in an on-call planning in line with support hours.

  • Leverage additional tools to resolve issues such as merged reality and remote system access.

  • Promotes and ensures a culture of privacy and security related to PHI according to HIPAA and GDPR stipulations.

  • Manages a high degree of customer satisfaction by instilling confidence in BD products and services.

  • Maintains a professional image at all times through behavior, and all verbal & written communications.

  • Performs other related duties and assignments as required.

MINIMUM QUALIFICATIONS:

Knowledge and Skills

  • Must have effective communication and customer service skills including technical writing, typing skills, and the ability to manage complex technical conversations via telephone, chat and email

  • Requires a basic working knowledge of electronics and electro-mechanical devices

  • Must have effective communication and customer service skills

  • Working knowledge and practical experience of basic test equipment

  • Affinity with PC assembly, upgrades and repairs

  • Proficient PC skills (Microsoft Office package; general applications)

  • Experience with medical devices and equipment; LIS; and database management knowledge is highly desire

  • Working knowledge and experience of networking set up and troubleshooting

  • Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service

  • Ability to multi-task (e.g. various customer inquiries simultaneously) and be adaptable to a changing business environment

  • Ability to work as part of a team with moderate level of supervision

  • Strong customer and solution-oriented focus

Experience

Basic level of experience in the usage and/or troubleshooting and repair of relevant equipment (medical devices, electronic systems, Flow Cytometers)

EEO Statement

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Primary Work Location

USA CA - San Jose

Additional Locations

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email asc.americas@bd.com

DirectEmployers